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Complaints

All complaints received by Council will be received and acted upon quickly and appropriately.

Complaints are an expression of dissatisfaction with Council’s decisions, policies, procedures, employees, agents or the quality of the services it provides.

The following will not be registered or treated as a complaint:

a request for information about Council services, policies or procedures

a request for service – action to be taken in relation to a service or product provided by Council (unless it is a second request, where there was no response to the first)

a report of damaged or faulty infrastructure, such as potholes, or of hazards, such as fallen branches

a suggestion – proposed service or product improvement

an enquiry – request for clarification or further information

a follow up – further request for service or information that has not been completed by Council but is still within the timeframe of the Key Performance Indicator (KPI) advised to the customer

a petition to Council about a particular matter

comments received during formal consultation or negotiation processes

Complaints that allege conduct that, if proven, would represent a serious breach of Council’s Code of Conduct are classified as Code of Conduct Complaints. These complaints may involve matters regarding Council's service provision, waste of resources, theft, fraud, corruption, maladministration, harassment or bullying.

Making a complaint

If you wish to make a complaint, you may lodge it in writing, over the phone, or in person.

By phone

In person

Include these details in your complaint

Your complaint should include your name, address and telephone number, as well as a detailed description of your complaint. Anonymous complaints will not be investigated. You may, however, opt for your name and personal details to remain confidential.

Additional information

If you are not satisfied with the action taken as a result of your complaint, or your complaint is extremely serious, you can refer your complaint to the: